TSIA's detailed analysis of the industry has identified a top set of customer success business challenges that we address through our membership program.
How are service organizations determining where to apply specific service resources like TAMs and Customer Success Managers?
How do I monitor customer usage and create effective usage scorecards?
What are recommendations related to establishing customer success capabilities and organizations?
What are the responsibilities of the Customer Success organization regarding adoption, expansion and retention?
What compensation models make sense for Customer Success Managers and other functions within Customer Success?
How do you enable and extend your Customer Success programs for Channel Partners?
What technology is available to support Customer Success Management teams?
How should we use Customer Success managers as a way to streamline sales costs with a focus on effective adoption, renewals, and expansion?
What models do companies use to determine the funding of their Customer Success organization?
What processes and tools do we use to monitor, track, and improve customer experience?
What are the key metrics that a customer success organization should monitor?
How do I create for fee customer success offerings that customers need and are willing to pay for?
How are Customer Success Organizations staffing their teams for optimum success?
Get access to member content
View content summary
The State of Customer Success: 2018
This report features what’s trending in customer success this year and serves as a guide on how to achieve success in 2018 and beyond.
Customer Readiness Assessment
Customer onboarding is a crucial component of customer engagement. This assessment will help determine if your customer is ready to be onboarded.
Scaling Customer Success for SaaS Companies
For cloud companies, customer success holds the key to retaining customers and expanding revenues. Download the white paper.
Optimizing Your Services Organization for Customer Success
Download the checklist for optimizing your services organization for customer success including a framework for customer churn and retention
Aligning Customer Success Playbooks to the Customer Journey
Join us to learn a framework customer success organizations can use to structure their customer playbooks to align with the customer journey.
Trends for Measuring Voice of the Customer Metrics
Learn the basics of VOC metrics for Customer Success organizations, including Net Promoter Score (NPS), CSAT, and Customer Effort Score (CES).
The Building Blocks of Customer Success
Learn the basics of customer success, how to apply it to your current organization, and ensure recurring revenue and profits for years to come.
Customer Success Organizational Structures
This paper examines customer success organization structures and some of the common roles we are beginning to see in customer success functions.
2017 Customer Success Compensation Study Results
This document reviews key findings from the study from the 2017 TSIA Customer Success Compensation Study, including base and variable pay.
Pointing Due North: Customer Success Compensation Trends
Get highlights and high-level findings from TSIA’s 2017 Customer Success Compensation Study.
Customer Success Pulse Session: The State of Customer Success 2017
Find out what’s trending in customer success and learn key focus areas for 2017.
Driving Customer Success at Scale
Customer success holds the key to retaining customers and expanding revenues. Download TSIA's seven-step framework today.
TSIA has developed the Customer Success Power Index (CSPI), a measurement that puts a hard number on the economic impact, metrics, and practices of your Customer Success organization. When you benchmark your Customer Success organization with TSIA, you'll also get your CSPI score.
Phil works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver customer outcomes.
Learn more about Phil.
This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.
Customer Engagement Leader
VP, Customer Success
Head of Customer Success, North America
SVP, Global Customer Success
See the impact TSIA is making on the tech industry by helping customer success organizations improve their performance.
The Technology Services Industry Association (TSIA) is dedicated to helping services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.